“The Power of a Comprehensive Management Coaching Program”

“The Power of a Comprehensive Management Coaching Program” …Coaching is a Valuable Business Tool For Planning and Implementing Strategies Juhree Zimmerman R.N., B.Sc.N., M.Ed., C.P.C.C.Master Certified Coach

Coaching is a valuable business tool for planning and implementing strategies Background: BC Hydro was the only energy provider in British Columbia for over 75 years 7000 employees providing water, gas and electricity to the province Network Computing Services (NCS) in BC Hydro was the technological support to the whole operation

Coaching is a valuable business tool for planning and implementing strategies • NCS: 200 employees, 9 senior managers and a director, 14 middle managers • 3600 feedback process for on leadership competencies for senior managers—”average” results • Purpose: to improve their leadership

Coaching is a valuable business tool for planning and implementing strategies Leadership Competencies (from 3600 Review: • creating a shared vision • leading by example • facilitating and fostering teamwork • creating and promoting a service-oriented culture and • communicating effectively.

Coaching is a valuable business tool for planning and implementing strategies • Many training workshops—thousands of dollars spent, with only “average” results • Retention was an issue—highly technical area with a long learning curve for managers • Stress levels high—lots of absenteeism

Coaching is a valuable business tool for planning and implementing strategies • Director hired a coach-was coached 1 year • Through coaching, he decided to offer coaching to all senior managers • “Coaching Program” was designed

Coaching is a valuable business tool for planning and implementing strategies The purpose of the coaching was to • Increase retention • Improve managers’ communication and strategic planning skills • Promote work-life balance and overall job satisfaction among managers • Empower managers to use creative approaches to motivate employees

Coaching is a valuable business tool for planning and implementing strategies Process for Coaching Program: • Meeting with managers to explain coaching and the opportunity • Selection of group of professional, certified coaches • Meeting with coaches to provide overview of leadership goals

Coaching is a valuable business tool for planning and implementing strategies Process, continued… • Managers interviewed up to 6 coaches and chose their coach • Individual coaching (one on one) took place for 6 months, with an option to renew for another 6 months • Ongoing monitoring of the coaching (maintaining confidentiality)

Coaching is a valuable business tool for planning and implementing strategies • After 6 months, all senior managers and director renewed for another 6 months • After 1 year, the senior managers extended the coaching opportunity to all managers in the department (14) • All 14 frontline managers chose coaches and were coached for 6 months, and the senior managers continued coaching

Coaching is a valuable business tool for planning and implementing strategies Focus of the coaching was on leadership competencies : • creating a shared vision • leading by example • facilitating and fostering teamwork • creating and promoting a service-oriented culture and • communicating effectively

Coaching is a valuable business tool for planning and implementing strategies • In the middle of the coaching program, it was announced that NCS would be taken over by Accenture, as part of a bigger merger • Focus of coaching now included: preparing for change anticipated in the merger with a larger company

Coaching is a valuable business tool for planning and implementing strategies Results of Coaching-Senior Managers: • After one year, senior managers did another 3600 review • All had overall improvement—some moved from 3 to 5 on a 5 point scale • Two managers won performance awards from BC Hydro

Coaching is a valuable business tool for planning and implementing strategies Results of Coaching, continued… • All senior managers and all but one frontline manager decided to stay in NCS as the merger proceeded • Managers were recognized by BC Hydro for their excellence in communication during the transition period of the merger • Director retired—the coaching program was his legacy

Coaching is a valuable business tool for planning and implementing strategies Results of Coaching, continued… • 6 of original 9 managers continued coaching over 2 years • 1 continued coaching 3 years • No senior managers left (except the director)

Coaching is a valuable business tool for planning and implementing strategies Results of Coaching, continued… • Survey of all managers who had been coached • Independent survey tool used

Coaching is a valuable business tool for planning and implementing strategies Survey addressed: • Goal orientation as a focus for the coaching conversation • Synergy between coach and client • The degree of challenge the client’s assumptions and perspectives

Coaching is a valuable business tool for planning and implementing strategies Survey addressed, continued… • The focus on expanding the client’s choices and courage as a leader • The degree of support provided by the coach • The impact of coaching on leadership effectiveness

Coaching is a valuable business tool for planning and implementing strategies Survey Results: • 81% response rate to the survey • 80% + managers satisfied or very satisfied in all areas assessed. • 10-20% managers dissatisfied in one or more areas assessed

Coaching is a valuable business tool for planning and implementing strategies Survey Results, continued… • 92% managers experienced an improvement in their relationships with peers • 77% managers experienced an improvement in their relationships with staff

Coaching is a valuable business tool for planning and implementing strategies Survey Results, continued… • 69% managers experienced an improvement in their own productivity level • 69% managers experienced an improvement in their satisfaction with their job • 54% managers experienced an improvement in the quality of services they provide to clients and other stakeholders

Coaching is a valuable business tool for planning and implementing strategies Additional outcomes: • Senior managers requested training in coaching skills to assist them in working with employees to manage change • Senior managers attended 3 separate workshops on coaching and managing change

Coaching is a valuable business tool for planning and implementing strategies Additional outcomes: • Senior managers requested workshops for all employees to train them in coaching skills to manage change • Over 200 employees attended half day “Coaching for Change” workshops

Coaching is a valuable business tool for planning and implementing strategies Given that organizational change can lead to a loss of up to 75% productive work time and that the costs of job stress is estimated at $3.5 billion dollars in Canada, the impact of coaching is significant. --Globe and Mail, November 2005

Coaching is a valuable business tool for planning and implementing strategies General Research On Coaching In Business And ROI A landmark study commissioned by Right Management Consultants based in Philadelphia found a return-on-investment of dollars spent on executive coaching of nearly 600%.

Coaching is a valuable business tool for planning and implementing strategies And… Executives engaged in coaching reported increases in productivity, improvement in relationships with direct reports and colleagues, and greater job satisfaction --Bolch, M. (2001). "Proactive Coaching." Training: 58-66

Coaching is a valuable business tool for planning and implementing strategies General Research On Coaching In Business And ROI, continued… Research conducted by Metrix Global on coaching in Fortune 500 firms found a 529% return on the investment made in coaching in addition to more intangible benefits --Wilson, C. (2004). "Coaching and coach training in the workplace." Industrial and Commercial Training36(2/3): 96.

Coaching is a valuable business tool for planning and implementing strategies General Research On Coaching In Business And ROI, continued… Multiple studies have found that when 3600 feedback processes are combined with coaching rather than done alone, significant improvements occur in manager and employee satisfaction, commitment, retention, and overall firm performance.

Coaching is a valuable business tool for planning and implementing strategies --Thach, E. C. (2002). "The impact of executive coaching and 360 feedback on leadership effectiveness." Leadership & Organization Development Journal23(3/4): 205. --Luthans, F. and S. J. Peterson (2003). "360-Degree feedback with systematic coaching: empirical analysis suggests a winning combination." Human Resource Management42(3): 243

Coaching is a valuable business tool for planning and implementing strategies General Research On Coaching In Business And ROI, continued… Coaching enables managers to translate personal learning and insight into improved effectiveness, improves retention, and increases the effectiveness of the links between self-development, management development and organizational effectiveness. --Wales, S. (2003). "Why coaching?" Journal of Change Management3(3): 275.

Coaching is a valuable business tool for planning and implementing strategies Quotes from NCS Managers: • Coaching has helped me attack problems more directly and elegantly." • "This is my favourite half hour of the week-it has heightened my awareness; the coach helps you keep on a plan-the accountability works-and now I enjoy doing it, so I am on track."

Coaching is a valuable business tool for planning and implementing strategies Quotes from NCS Managers, continued… • "It was useful, helpful, refreshing to have another view and an opportunity to step back and verbalize - looked forward to the calls.” • “Coaching kept my focus on my own goals - the coaching time evaporated it went by so quickly."

Coaching is a valuable business tool for planning and implementing strategies Key Learnings about the coaching program: • Vision for coaching program goals makes a difference • Set up and follow through are critical, especially at the beginning • Selection of coaches --certified by accredited coaching school --professional --proven track record

Coaching is a valuable business tool for planning and implementing strategies Key learnings for business: • Paying attention to people makes a difference • Consistency of coaching over time –regular meetings, minimum 6 months—is required for change • When people are satisfied with their work, they come to work and stay

Coaching is a valuable business tool for planning and implementing strategies Questions?

Coaching is a valuable business tool for planning and implementing strategies THANK YOU! Juhree Zimmerman R.N., B.Sc.N., M.Ed., C.P.C.C.Master Certified Coach ...coaching leaders and relationships 2123 West 15th Avenue Vancouver, BC V6K 2Y4 1-604-731-0086 fax: 1-604-733-0029 juhree@gmail.com www.strategyforsynergy.com

“The Power of a Comprehensive Management Coaching Program”